Manager Project

Karen Carter

Email: *********@********.***

Address: *** ************ ***

City: Pittsfield

State: MA

Zip: 01201

Country: USA

Phone: 518-***-****

Skill Level: Management

Salary Range: 62

Willing to Relocate

Primary Skills/Experience:

See Resume

Educational Background:

See Resume

Job History / Details:

Karen L. Carter

139 Narragansett Ave * Pittsfield, MA 01201 * 518-***-****

Email: *****.**********@*****.***

CAREER OBJECTIVE

Seasoned manager with 20 years of experience in the communications industry is looking for challenging opportunity where my proven abilities in management, leadership, employee relations, and problem-solving will contribute to increased productivity, profit, and customer satisfaction.

PROFESSIONAL PROFILE

An accomplished manager who combines strong organizational skills with an expert capacity to make a significant difference in the quality of business operations. Recognized for consistent ability to identify opportunities to apply innovative processes and procedures to revitalize operations productivity and boost revenues.

Experience in all aspects of personnel management, including hiring, training, corrective action, writing and implementing policies and procedures, and divisional management.

CAREER ACCOMPLISHMENTS

Center Manager

Hamilton Telecommunications * Pittsfield, MA * February 2010 to July 2012

Responsible for hiring, staffing, and quality of the relay center and its employees. Executed tracking and trending the overall quality of relay services through implemented improvement plans for call processing and procedures. Created and supervised the employee development program for multiple company wide centers.

Acted as a liaison between the Commonwealths 911 division and Hamilton Telecommunications to ensure compliance with state contract specifications.

Developed and implemented service and quality improvements based on relay user feedback, statistical trending, productivity, and employee quality monitoring.

Responsible for managing expenditures, statements, and balancing budgetary concerns.

Stabilized employee morale through action-based programs and interactive team-based concepts. Increased retention by reducing annual turnover by 84 percent, resulting in a dramatic annual savings in training and overtime budgets.

Project Manager - Freelance Digital Graphics and Photography

CarterViz * 2007 - Present

Self starter business. Contributing digital graphic artist for college-level textbook and developmental artist for children's book manuscript; photographer; and Historical Society volunteer.

Emergency Communications Manager

Park City Police Department * Park City, UT * February 2003 to June 2007

Coordinated all aspects of citywide Communications Center through operations and personnel management. Networked with external agencies.

Responsible for overseeing all personnel relations, including recruitment and development, training, progressive review, writing and implementation of policies and procedures, and payroll. Coordinated operations and technical support to ensure integrity and highly functional quality control.

Stabilized employee retention by reducing turnover 96 percent. Facilitated diverse team-building and strategic organizational planning, producing significant annual savings in training and overtime budgets. Accomplished pivotal federal grant research and development to spearhead a $120,000 supplemental equipment upgrade through strategic process re-engineering.

Emergency Communications Coordinator

University of Utah Public Safety * Salt Lake City, UT * November 1993 to February 2003

Managed and directed all facets of day-to-day operations for a Multi-Communications Center and bridged external agency support. Acted as liaison between internal divisions, community businesses, city, state, and federal government agencies.

Directed all aspects of personnel management, including recruitment, hiring, developmental review, training, corrective action, writing and implementing policies and procedures, and payroll. Developed and instructed community-based education programs.

Served as facilitator in multi-agency disaster planning efforts and drills; and assessed on-site building security for multi-level alarm systems campus-wide.

Developed policies and procedures to reverse high employee turnover rates. Played key role in implementing innovative scheduling strategy which saved the university $60,000 annually in overtime.

EDUCATION

University of Utah, Salt Lake City, UT

PROFESSIONAL DEVELOPMENT

Extensive professional leadership and development training with Comprehensive Emergency Management and FEMA certifications in, but not limited to:

* Instructor Development, Basic and Advanced Public Information Officer (PIO)

* Terrorism Response, Disaster Response and Recovery, EOC Management, Mass Fatalities, PTSD Management.

AFFILIATIONS

American Red Cross Disaster Response Team Member, 2011 - present

Pittsfield Chamber of Commerce, 2010-2012

Massachusetts 911 Advisory Board for the Deaf and Hard of Hearing, 2010-2012

Member, Tri-County Communications Committee, 2003-2007

Olympic Communications Committee, 2000-2002

University of Utah Disaster Response and Recovery, 1998-2002

Professional References Available on Request

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